DigitalOcean App Platform Service Level Agreement (SLA)

DigitalOcean App Platform (“App Platform”) is a fully-managed platform that allows customers to deploy, scale, and manage applications directly from source code or container images without managing underlying infrastructure. App Platform supports web applications, static websites, APIs, background workers, and cron jobs, with built-in integration for automatic deployment, scaling, and monitoring.

This DigitalOcean App Platform Service Level Agreement (“SLA”) is a policy governing your use of the DigitalOcean App Platform and applies separately to each App Platform App Component Instance associated with your Account (each an “App Platform ACI”). In case of conflict between this SLA and the DigitalOcean Terms of Service or other agreement with us governing your use of our Services, (the “Agreement”) , the terms of this SLA will prevail, but only to the extent of the conflict.

Service Commitment

DigitalOcean will use commercially reasonable efforts to provide a Monthly Uptime Percentage of 99.95% for each App Platform ACI.

Service Credits

If a specific App Platform ACI fails to meet the Monthly Uptime Percentage set forth above during a billing cycle, you will be eligible for Service Credits in accordance with the table below. “Service Credit” is a dollar credit calculated as set forth below and as a percentage of the total charges paid or payable by you(excluding one-time payments) for the relevant month for that specific App Platform ACI.

To receive a Service Credit, you must submit a claim to DigitalOcean by contacting Support, no later than the end of the second billing cycle after which the failure allegedly occurred, which claim shall include (i) user and identify the affected APP Platform ACI (ii) dates and times of each claimed Unavailable incident; and (iii) request logs that document the claimed outage and any other available supporting evidence of the Monthly Uptime Percentage. If the Monthly Uptime Percentage is confirmed by DigitalOcean’s good faith determination and is less than 99.95%, DigitalOcean will issue a Service Credit to you within one billing cycle following the month in which the request is confirmed. All Monthly Uptime Percentages and applicable Service Credits are calculated by DigitalOcean. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits apply only to charges incurred for the specific App Platform ACI affected and are credited towards future invoices. The Service Credits may not be transferred or exchanged for cash or other forms of payment.

Definitions

• Monthly Uptime Percentage: The percentage of time an App Platform ACI is available during a monthly billing cycle, calculated as: (Total minutes in the month - Minutes of Unavailability) / Total minutes in the month.
• Unavailability:
  • For an App Platform ACI with an ingress route, unavailability is defined as any period of five (5) consecutive minutes or more during which an active App Platform ACI has no external connectivity and cannot serve external traffic.
  • For an App Platform ACI without an ingress route, unavailability is defined as any period of five (5) consecutive minutes or more during which the App Platform ACI fails to start or execute due to an internal App Platform issue.

Exclusions:

Unavailability caused by the following events (“SLA Exclusions”) will not be considered when calculating the Monthly Uptime Percentage:

• Scheduled maintenance or customer-initiated downtime due to customer action or inaction.
• Factors beyond DigitalOcean’s reasonable control (including but not limited to force majeure events, third-party outages, customer equipment or network issues).
• Customer account restrictions, misuse, or violation of the Agreement.
• Issues arising from customer application code or configuration errors.